Customer Experience Specialist, Australia

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model

**Job Description**:
Exciting opportunity in a newly created role to help shape & deliver the implementation of strategic customer experience recommendations.

Are you experienced in the implementation of customer experience program strategies and looking to join a global ASX listed blue chip organisation and take the next step in your career?

The role of customer experience has never been more central to the strategy for CHEP. As part of the Customer Experience and Transformation team, we have a newly crafted position for a Customer Experience Specialist. Reporting to the Customer Experience Manager you will be championing customer needs during various stages of their customer journey. Your role will be to manage and support customer experience and VOC process & systems promoting the business transition to customer-centric decision making. This role can be based in either Sydney, Melbourne, Brisbane or Adelaide with Hybrid working available.

The key responsibilities of this role include:

- Assist in specific customer research programs, customer events (including forums, working groups and focus groups) and other forms of engagement to understand the key concerns and issues, and inform, review and enhance customer services and service delivery methods.
- Oversee customer survey (NPS & Salesforce transactional surveys) processes, systems and support with required reporting, data & trend analysis and insights
- Manage internal requests relating to survey processes including data cleansing, survey execution, reporting and follow ups
- Identify opportunities for more innovative and/or efficient operational and business process designs to improve customer experience & team efficiency
- Manage the complaints handling process within Salesforce within agreed SLAs
- Lead and/or support key projects as required
- Great communication skills with an aptitude to build strong working relationships with a wide range of people
- Attention to detail, with systematic and timely follow-through
- The ability to handle multiple tasks/projects and operate well under pressure
- Strong analytical ability
- Ability to communicate insights to a range of stakeholders
- Experience with digital customer research platforms including monitoring and reporting (eg Medallia, Qualtrics, Satmetrix)
- Experience in implementation of CX program/strategies
- Demonstrable knowledge in Net promoter Score (NPS) and other CX Metrics
- Project and process management experience
- Dealing with and engaging with customers

Preferred Education

Not Indicated

Preferred Level of Work Experience

Not Indicated

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.